All Topics
212 topics found, sorted by Newest.
What is a chatbot and how it works [+Benefits]
Learn more about a chatbot’s function in enabling better, quicker customer service and choose the right chatbot solution for your support operations.
Call Center Coaching – Tips & Techniques
Discover what sets call center coaching apart from training, understand its benefits, grasp the core principles and learn key techniques.
What is Workforce Engagement Management?
Learn about workforce engagement management and its components, and why your business needs to actively work towards improving workforce engagement.
What Is First Contact Resolution (And Practical Tips to Improve It)
Modern customers don’t want to contact brands repeatedly to get an issue or concern addressed. Learn about first contact resolution rate — and why it is important for your support quality and brand reputation.
What is customer effort score and how to calculate it
Learn all there is to know about customer effort score (CES) and how and why brands leverage it to improve customer experience and retention.
What is Customer Lifecycle Management and How to Create a Strategy
Intelligent virtual agent: Definition, benefits and uses
Explore the differences between virtual agents and chatbots and find out ways to leverage virtual agents for improving your customer service.
Omnichannel customer service [+Benefits, Examples & Strategy]
Learn all about omnichannel customer service and how to leverage it to create a friction-free customer experience.
Brand Voice: Overview, Principles, & Future-Proof Strategy in 2024
Learn about the key elements of brand voice, including examples and strategic recommendations for effective communication on social media.
What is Average Handle Time [+How to Calculate & Reduce it]
Learn everything you need to know about average handle time (AHT) — what it means, why it’s important, how it’s calculated, industry benchmarks and strategies to improve yours.